Global patent index - EP 1001594 A2

EP 1001594 A2 2000-05-17 - Automatic call distribution system

Title (en)

Automatic call distribution system

Title (de)

Automatisches Anrufverteilsystem

Title (fr)

Système de distribution d'appel automatique

Publication

EP 1001594 A2 (EN)

Application

EP 99122294 A

Priority

US 18918598 A

Abstract (en)

An automatic call distribution (ACD) system connected to a switch in a telephone network over an ISDN PRI interface. The ACD system receives a customer call and determines which agent should handle the call. The ACD system places an outgoing call to the agent. When the agent answers, the ACD system exchanges ISDN PRI Two B-Channel Transfer (TBCT) messages with the switch to cause the incoming customer and outgoing agent calls to be directly connected. When the incoming and outgoing calls are directly connected, the ACD is disconnected from both calls. The ACD is notified when the call between the agent and the customer is cleared. <IMAGE>

IPC 1-7 (main, further and additional classification)

H04M 3/523

IPC 8 full level (invention and additional information)

H04M 3/523 (2006.01); H04Q 3/64 (2006.01); H04Q 11/04 (2006.01)

CPC (invention and additional information)

H04M 3/523 (2013.01); H04Q 3/64 (2013.01); H04Q 11/0464 (2013.01)

Designated contracting state (EPC)

AT BE CH CY DE DK ES FI FR GB GR IE IT LI LU MC NL PT SE

EPO simple patent family

EP 1001594 A2 20000517; EP 1001594 A3 20020626; CA 2282169 A1 20000510

INPADOC legal status

2004-06-16 [18D] DEEMED TO BE WITHDRAWN

- Ref Legal Event Code: 18D

- Effective date: 20031210

2003-09-17 [17Q] FIRST EXAMINATION REPORT

- Ref Legal Event Code: 17Q

- Effective date: 20030730

2003-03-19 [AKX] PAYMENT OF DESIGNATION FEES

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- Designated State(s): AT BE CH CY DE DK ES FI FR GB GR IE IT LI LU MC NL PT SE

2003-03-05 [17P] REQUEST FOR EXAMINATION FILED

- Ref Legal Event Code: 17P

- Effective date: 20021227

2002-06-26 [AK] DESIGNATED CONTRACTING STATES:

- Ref Legal Event Code: AK

- Designated State(s): AT BE CH CY DE DK ES FI FR GB GR IE IT LI LU MC NL PT SE

2002-06-26 [AX] REQUEST FOR EXTENSION OF THE EUROPEAN PATENT TO

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- Free Format Text: AL;LT;LV;MK;RO;SI

2002-06-26 [RIC1] CLASSIFICATION (CORRECTION)

- Ref Legal Event Code: RIC1

- Free Format Text: 7H 04M 3/523 A, 7H 04M 3/51 B, 7H 04Q 11/04 B

2000-05-17 [AK] DESIGNATED CONTRACTING STATES:

- Ref Legal Event Code: AK

- Designated State(s): AT BE CH CY DE DK ES FI FR GB GR IE IT LI LU MC NL PT SE

2000-05-17 [AX] REQUEST FOR EXTENSION OF THE EUROPEAN PATENT TO

- Ref Legal Event Code: AX

- Free Format Text: AL;LT;LV;MK;RO;SI